Cuestionario de Terminología de Call Center

What does "call volume" refer to?

• The volume of the voices of the agents

• The number of calls received in a specific period

• The size of the call center building

• The number of agents working in a call center

What is "call routing"?

• Yelling at the agent

• Directing calls to the appropriate agent or department

• Ending a call.

• Taking notes during a call.

What does AHT mean?

• Average Handling Time

• Amazing Handling Task

• Time Out of Hours

• Agent Handling Tactic

What does "First Call Resolution" mean?

• The agent answers on the first ring.

• Resolve an issue during the first call.

• Transfer a call immediately.

• Call a customer back instantly.

What is the "abandoned call rate"?

• How often agents hang up on customers

• Percentage of calls disconnected before being answered

• The cost of abandoning a call center project

• The rate at which agents leave their desks

What does "abandoning a call" mean?

• When an agent gives up on a difficult call

• When a customer hangs up before their call is answered

• When a call center closes

• When technology fails during a call

What does IVR mean?

• Important Voice Recording

• Interactive Voice Response

• Internal Voice Regulations

• Instant Voice Recovery

What is "waiting time"?

• The time agents spend waiting in line for lunch

• The time a customer spends waiting for their call to be answered

• The time it takes to train a new agent

• The amount of time spent reviewing call recordings

What is a "call script"?

• Writing code for call center software

• Using a pre-written script to guide a conversation

• Recording a call for training purposes

• Encrypting call data for security

What is a "callback"?

• Request that an agent return a call instead of waiting

• Yell at the agent

• Repeat the previous call

• End a call abruptly